Different Thinking for Better Healthcare

Nihon Kohden America is a global leader and fast-growing manufacturer of instrumentation for Patient Monitoring, Sleep Assessment, Neurology and Cardiology. Our relentless dedication to quality, customer support with heart, and employee development are what makes us unique.

Quality beats at the heart of everything we do at Nihon Kohden. This is reflected in our reliable products, unmatched customer service and exclusive consultative approach. Our innovations are methodically researched and developed specifically to address the real-world needs of healthcare professionals and their patients. 

We are able to develop industry-changing innovations because – as an organization built and staffed by healthcare professionals – we understand the needs of healthcare professionals like few others do.
Our accomplishments are due to our employees. They are our most valued resource—our heroes—and we are always looking for the best and brightest to join our team!

We offer competitive compensation, robust benefits packages and a strong emphasis on employee development. We have achieved double-digit growth over the past decade by fostering a highly collaborative work environment and providing ample opportunity for career growth.  

Nihon Kohden America

The Technical Support Specialist, Monitoring is responsible for providing technical support to customers in support of windows-based medical devices and applications. The Technical Support Specialist, Monitoring will interact directly with the customer and provide support for information and/or order status requests, answer part-related inquires, provide level 1 technical support, and escalate technical issues to Technical Support 2 or Technical Support 3 when necessary.

Essential Functions And Duties

Provide support for incoming customer technical issues by providing resolution or escalating in a timely mannerProvide support for customer requests for repair status, documentation, software, or part numbersProvide support for requests for technical assistance by internal customersPerform follow up support related to TSS2 or TSS3 issuesDiagnose and resolve hardware, software, and configuration issues using a combination of documented troubleshooting processes and creative problem solvingAssist customers with system configuration, software updates, and interoperability issuesProvide follow up with customers regarding repair costs and purchase order requestsProvide follow up support for QA requests by contacting customers to request additional informationAdhere to all company policies, procedures, and business ethics codesDuties may be modified or assigned at any time based on business need

Qualifications

Education / Certification / Experience Required: 

Bachelors of Science degree in Biomedical Engineering, Computer Science, Biological Sciences, Information Technology, or related technical field related discipline preferred; relevant education and experience accepted in lieu of degree.2+ years of help desk, Ticket tracking experience preferred.Relevant certifications such as CBET, EEG, or CompTIA A+, or equivalent knowledge preferredWindows XP, 7, 10 Professional operating systems experience.Experience with Microsoft Office Suite.Level and compensation depend on location, experience, education and skills.

Competencies Required

Ability to follow written and verbal direction and established processes/policies.Excellent customer service and organizational skills.Demonstrated ability to solve problems and troubleshootStrong record-keeping skill: ability to follow through and document issues and resolutions.Must be able to communicate verbally and in writing, and to receive and understand verbal and written instructions in English.Able to work effectively both independently and in a collaborative team environment.

Compensation

The anticipated range for this position is an hourly rate of $25.00 to $40.00 Actual placement within the range is dependent on multiple factors, including but not limited to skills, education, experience and location.

Perks And Benefits

Visit our Career page to learn more about Perks & Benefits and working at Nihon Kohden America

Working Conditions 

Schedule: The regular hours for this full-time position from Monday-Friday is dependent on the location of the tech if working remotely but will be a 40-hour work week. Holiday, weekend, and on-call work hours are also required and may extend beyond the standard 40-hour work week. Regular hours may vary due to the needs of the organization or department and are subject to change at any time at the Company's discretion. Must be willing to work in PST or EST.

Physical: Generally may require some reaching, bending, stooping, squatting, crawling, kneeling, pushing, pulling, lifting, carrying up to 20 pounds, finger dexterity, repetitive motions, standing, walking, sitting, hearing, visual acuity, and color vision. More specific details may be provided as needed or requested.

Travel: Minimal

Access to Customer Sites: Not Required

Nihon Kohden America is committed to maintaining a professional and respectful workplace free from discrimination, harassment, and retaliation and welcomes all qualified candidates to apply. Employment decisions are based on qualifications, experience, and business needs, without regard to legally protected characteristics. This policy applies to all employment actions, including recruitment, hiring, promotion, compensation, training, and other workplace practices.

Nihon Kohden America complies with all applicable federal, state, and local laws regarding equal employment opportunity. Employees and applicants will not be subject to harassment or retaliation for asserting their legal rights. Questions or concerns regarding this policy may be directed to Human Resources at HREmployeeServices@nihonkohden.com.